Refund policy

At Claire Velmont, we take pride in the craftsmanship and elegance of our footwear. However, we understand that sometimes a piece may not be the perfect fit. If you are not entirely satisfied with your purchase, we are here to help ensure a seamless return process.

Return Window

We offer a 30-day return policy. You have 30 days from the date your item is delivered to request a return or exchange. Unfortunately, if 30 days have passed since your delivery date, we cannot offer you a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The shoes must be unworn, unwashed, and in the exact same condition that you received them.
  • There must be no scuffs, scratches, or marks on the soles or upper materials. (We strongly recommend trying your shoes on a soft, carpeted surface).
  • The item must be returned in its original packaging, including the original shoe box, dust bags, and any protective materials.

How to Initiate a Return

Please do not send your purchase back to the sender's address listed on your package. Our global fulfillment centers do not process direct customer returns, and sending items there may result in a lost package and a voided refund.

To start a return, please follow these steps:

  1. Email our support team at support@clairevelmont.com with your Name, Order Number, and the reason for your return.
  2. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and the correct return shipping address.
  3. Securely pack the items in their original packaging and ship them using a trackable shipping service.

Return Shipping Costs

For standard returns (e.g., change of mind, incorrect size ordered), the customer is responsible for paying the return shipping costs. Original shipping charges are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Defective or Damaged Items

We stand behind the quality of our products. In accordance with consumer protection laws in the US, UK, Canada, and Australia, if you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery with photos of the issue. We will gladly cover the return shipping costs and provide a full refund or a free replacement.

Refund Process

Once your return is received and inspected at our returns facility, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 to 10 business days, depending on your bank's processing times.

Exchanges

Because our inventory moves quickly and is dispatched from global facilities, the fastest way to ensure you get the item or size you want is to return the item you have. Once the return is accepted and refunded, you can make a separate purchase for the new item.